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Deeper command of ISO 20000 service delivery workflows

$199.00
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A tailored course, built for your situation

Deeper command of ISO 20000 service delivery workflows

Master the framework behind seamless service operations and own the design-to-delivery pipeline with precision

$199 one-time
24-hour access provisioning 30-day money-back guarantee Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.

Who this is for

Senior UX Designer at a global services firm working at the intersection of user experience and operational delivery frameworks

Who this is not for

Entry-level designers, front-end specialists without systems exposure, or practitioners focused solely on consumer app aesthetics without backend integration

What you walk away with

  • Map UX deliverables directly into ISO 20000 service design and transition phases
  • Anticipate operational constraints early in the design cycle
  • Speak confidently with service delivery teams using standardized ISO 20000 terminology
  • Influence requirements definition in multi-team workflows
  • Deliver user experiences that align with service-level agreements and supportability constraints

The 12 modules (with all 144 chapters)

Module 1. Introduction to ISO 20000 and the service lifecycle
Understand the structure and intent of ISO 20000, its relationship to ITIL, and how it frames service design, transition, and delivery.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 2. Service design process and UX alignment
Learn how service design requirements are defined and how UX inputs are formally integrated into design specifications.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 3. Understanding SLAs, OLAs, and user impact
Map service-level agreements and operational handoffs to user experience bottlenecks and design decisions.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 4. Service transition and change management
See how new or changed services move from design to operation and how UX validation fits into transition planning.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 5. Incident and problem management in UX context
Understand how user-reported issues flow through incident systems and how root cause analysis impacts future designs.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 6. Configuration and asset management for designers
Learn how service components are tracked and how asset data influences user interface dependencies.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 7. Release and deployment planning
Align UX delivery milestones with release schedules and deployment checklists governed by ISO 20000.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 8. Service request fulfillment and self-service
Design interfaces that streamline service request workflows and reduce friction in fulfillment systems.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 9. Measurement, reporting, and UX influence
Use service performance data to advocate for design improvements and validate impact.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 10. Continual improvement and UX feedback
Embed user insights into continual service improvement processes defined by ISO 20000.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 11. Vendor and third-party service integration
Understand how outsourced components affect UX consistency and how contracts shape design constraints.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12
Module 12. ISO 20000 in multi-framework environments
Navigate how ISO 20000 interacts with COBIT, ITIL, and SOC 2 in enterprise service delivery models.
12 chapters in this module
  1. c1
  2. c2
  3. c3
  4. c4
  5. c5
  6. c6
  7. c7
  8. c8
  9. c9
  10. c10
  11. c11
  12. c12

How this maps to your situation

  • s1
  • s2
  • s3
  • s4

Before vs. after

Before
UX designs developed without full awareness of service delivery constraints, leading to delays or misalignment during handoff
After
UX designs proactively shaped with ISO 20000 service processes in mind, improving alignment and reducing rework

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 3 hours per week over 4 weeks to complete all modules and apply templates.

If nothing changes
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How this compares to the alternatives

Unlike generic UX or compliance courses, this program is specifically designed for senior designers working within ISO 20000-aligned delivery environments, offering direct mapping between design milestones and service lifecycle phases.

Frequently asked

Who is this course for?
Senior UX designers and service designers who work within or alongside ISO 20000-certified service delivery teams.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I get practical tools?
Yes, each module includes downloadable templates and a final tailored implementation playbook showing how to integrate UX into ISO 20000 workflows.
$199 one-time. Approximately 3 hours per week over 4 weeks to complete all modules and apply templates..

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee· 144 chapters· Hand-built playbook included· Account access within 24 hours
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